Configure the emergency call service

This article allows to configure the emergency call service for a Rainbow company associated to an OmniPCX Enterprise equipement.

Overview

In the event of a major incident at work, the emergency call service allows company members to contact emergency services, such as 112, via the Rainbow application.

This service is based on the OmniPCX Enterprise and a Virtual Notification Assistant (VNA):

• The VNA uses a predefined scenario created with the VNA Workflow Editor to manage the emergency call process.
• The OmniPCX Enterprise uses an ABC-F IP trunk group and Automatic Route Selection (ARS) to direct the call to the appropriate emergency service.

Company members' locations are used for processing emergency calls. This ensures that the call is routed to the nearest emergency service, avoiding errors and speeding up the response time. These locations are configured and applied to company members at VNA level. If authorized at the Rainbow company level, company members can select their location from the available locations configured in VNA.   

This article only describes how to configure the Rainbow company and the VNA to allow company members to make emergency calls via the Rainbow application and select their location.

Prerequisites

• The VNA server must be deployed on a physical or virtual machine that runs the SUSE Linux Enterprise Server operating system.
• An OmniPCX Enterprise must be associated to the Rainbow company and with a Web RTC Gateway.
• The OmniPCX Enterprise must be connected to the VNA server via a SIP trunk and a SIP external gateway,
• On OmniPCX Enterprise:
  • A speed dial number must be configured for emergency call service.
  • An Automatic Route Selection (ARS) with prefix must be configured for emergency call routing.
• The emergency call service must be managed on the VNA application:
  • A tenant (department, site or organization) is configured for the emergency call service.
  • The directory of company members is synchronized with OmniPCX Enterprise (Directory tab).
  • The emergency call flow is created for the tenant with the Workflow editor (Editor tab).
  • The available locations for company members are configured (Locations tab). 

For details on VNA deployment, configuration and connection to an OmniPCX Enterprise, refer to the Visual Notification Assistant Installation Manual (ref. 8AL91046).

Before you start

You need :

• The VNA IP address or FQDN and the installer account (login and password) to access the VNA application from a Web browser.
• An administrator account (e-mail and password) of the Rainbow company.
• A range of public numbers.

Configuration on Rainbow

Accessing the Rainbow company configuration window

1. From the Rainbow application, click on Manage your customers in the left panel.
2. In the MY CUSTOMERS panel, click on Customers companies.
3. In the right part of the window, click on the name of the target customer company.

Activating the emergency services in the Rainbow company

1. From the Rainbow company configuration window, click on Communication in the left panel.
   1. In the right part of the window, click on the OmniPCX Enterprise name.
2. In the Information tab, select the check box Activate emergency services. 
3. Click on Apply.

Enabling the company members to change their location for emergency call 

This requires to:

• Associate a public number to company members
• Grant the right to company members to change their location 
• Once enabled, the icon becomes available on the Rainbow application of company members. This provides access to a location configuration window. Company members can then select their own location using the magnifying glass . This icon is visible to company members, even if they are not authorized to change their location. When a member is not authorized to change their location, the window appears but all fields are grayed out, and no actions can be taken.

To associate a public number to company members:

1. From the Rainbow company configuration window, click on Members in the left panel.
2. In the right part of the window, click on the target company member and select the Telephony tab.
3. Enter a free number in the Public number field.
4. Click on Apply.

To grant the right to company members to change their location:

1. From the Rainbow company configuration window, click on Communication in the left panel.
2. In the right part of the window, click on the Traffic control tab.
3. Click on the check box Let users define their location.
4. If necessary, in the User location reminder (hours) field, specifiy the duration of disconnection from Rainbow application after which users will be notified to confirm or change their current location.
5. Click on Apply.

Configuration on VNA

Accessing the VNA application

1. Open the Chrome web browser (mandatory) and enter the following URL: 
   https://<VNA server IP address> or https://<VNA server FQDN> 

   A login window is displayed.

   

2. Enter the admin credentials and click on Connect.

Configure the Rainbow company administrator account in the VNA tenant

1. From the VNA application, click on the tenant, then Select.
2. Select the tenant and click on Edit.
3. Select the Rainbow tab.
4. Enter the administrator account (e-mail and password) of the Rainbow company.
5. Click on Test admin account connection.
   The result must be "Connection success".
6. Click on Save.

Configure the OmniPCX Enterprise ID in the VNA tenant

1. From the VNA application, click on the tenant, then Select.
2. Click the first letter of your account name located in the upper-right corner and select Common settings.
3. Select the Rainbow tab.
4. In the Pbx Id in Rainbow field, enter the equipment ID generated on Rainbow for the OmniPCX Enterprise.
   The status must be set to a green checkmark.

To obtain the OmniPCX Enterprise ID on Rainbow:

1. From the Rainbow company configuration window, click on Communication in the left panel.
2. Click on the OmniPCX Enterprise name and select the WeRTC GW tab.